Job Snapshot

Job Description

Technical Support Representatives are true engagement specialists – skilled at engaging in meaningful interactions that make our clients’ customers say “WOW!” In this role, the Engagement Specialist responds courteously and efficiently to a high volume of customer telephone inquiries about a client’s products or services. Calls are basic and routine. The Engagement Specialist must be able to effectively trouble-shoot through a variety of technical issues in order to solve customer’s problems. The Engagement Specialist promotes and sells/renews our client company's products or services to ensure the customer’s needs are being met; investigates and resolves complaints; handles problems related to product function or the replacement of defective parts; and/or answers questions regarding billing, service, equipment (hardware or software), features, activations and/or account information changes. A computer system is used to track questions and answers as well as enter or check the status of orders.
POSITION OVERVIEW: This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

•Answers telephone and provides information/assistance to customers.•Operates computer/on-line guidelines for the purpose of responding to customer inquiries..•Communicates with customer on the phone or via written correspondence to resolve concerns.•Resolves customer issues on the first call/contact whenever possible without having to transfer caller.•Completes, processes and maintains applicable paperwork and records.

Job Requirements

Call center and/or prior technical support a plus.

A technical support assessment will be required as part of the selection process

You must be able to show steady employment with excellent attendance at your previous employers, preferably in the customer service industry.

You must have a High School Diploma or GED.

You must be at least 18 years of age.

Fluent in verbal and written English.

Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

Ability to work effectively in a team oriented, high demand and fast paced environment.

Ability to maintain high level of confidentiality and work with highly sensitive data and information.